A couple of months ago, while idly flicking through the TV channels, I ended up watching a BBC program that looked at how they build jumbo jets, specifically the engines that Rolls Royce design. The levels of engineering and precision were understandably impressive, way more intricate and advanced than I’d ever contemplated. However, what I’d never expected (excuse my ignorance if this seems obvious to you) was how this high-tech wizardry extended to their vast help-desk setup. It isn’t just some guy on the end of the phone going through a set of pre-defined questions and answers on the screen. This base of operations in Derby actively tracks the numerous readings of over 3000 of its engines in flight, and can report discrepancies and potential issues direct to airports and maintenance teams around the world. This real-time tracking and maintenance system is now the most profitable part of Rolls Royce.
Why did this impress me? Besides being previously oblivious to this sort of airline service, it got me wondering how many years of development and innovation it took to create such a setup. It’s not just about building a help centre, it’s about creating all the sensors into the designs of each engine, creating an IT system that can track all that information and training expert staff to manage all the data.
You don’t build all that overnight. Rolls Royce, and other companies like it, could never build such a setup from scratch, or indeed build much at all without a stable society. It obviously takes years and years of work and innovation, building upon each layer of foundations.
I think we increasingly take all this for granted, and I’m not just talking about airplane technology here. Because much of it is behind the scenes, it’s easy to forget or simply not be aware of the incredible infrastructure in place across the country that allows us to have constantly running, clean water for baths and washing, and always-on electricity that keeps our homes warm and well lit whatever the time of year. And how about the nationwide service that allows us to have an ambulance at our home in minutes, and the vast transport network of trains and cars and buses that gets us quickly around the country? Or, at the top of the peak, the politically stable, economically sound (recession notwithstanding) society that creates the right environment for such long-term development?
We are still in the minority of people on this planet that actually have our basic needs covered, never mind all the other facilities on top of that. When you consider that internet access is increasingly regarded as a basic utility in the same way water is, that says a lot. But then how many years did it take to build all the cables and wires that allowed for that?
Next time you board a plane to travel halfway across the globe for your holidays, think about the thousands of people, knowledge, tech and infrastructure, from the past and the present, that allows you to do that, cheaply and safely. While we may complain (and should complain, because this post isn’t about giving people a break) when the water companies burst a pipe and we have no running water for half a day, or the council are doing yet more repairs to the roads and we’re stuck in traffic for an hour, its also worth remembering quite how lucky we are to have such well developed infrastructure in our lives at all.
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